Sunwing Reviews 391

I had booked a vacation with Sunwing using about $2400 in Westjet points. The rep that I had booked with told me that a refund could be issued in the same form of payment. A day or two went by, plans changed, I called to have my Westjet points re-instated per my conversation with the Sunwing rep.

It turns out that because I paid extra for a "worry free" cancellation policy, I could only have my Westjet points refunded in the form of Sunwing vouchers.

So now we're stuck with $2300 worth of Sunwing vouchers, which are pretty useless to us, despite being told that we would be refunded via Westjet points.

We're trying to book certain destinations at certain times, when work allows for some travel, and we can't book anything we were interested in. Prices are now through the roof so the useless vouchers are even more useless.

It'slike they've trapped us and don't really care that they've really screwed us over. Their only response is to refer us to the "terms and conditions" regardless of what you had been told by THEIR OWN PEOPLE.

I fly Westjet a lot for business but, that's going to change. If Westjet can't get their bargain basement counterpart to offer the same value, I won't be dealing with them further either.

Sunwing package to Rui Santa Fe, Los Cabos, Mex., Feb 28/Mar07,2026. Checked out approx. 11am. When it's time to leave the resort, we find the manager & his assistant are holding our luggage hostage. They insist the television is broken (turns out it is not- JUST requires a system reset because of signal loss). BUT the manager forces us to pay for the tv ($1000.00 + CAN$) because he was negligent in performing his job. Instead of troubleshooting the signal loss, he insists the tv is broken. His incompetence  as a manger should not be passed on to a guest. We did not break the tv; we were not even aware the tv was not functioning, which we had explained to him.  An internet search of a black screen with a small white box in bottom right hand corner explains how to do a simple total reset: unplug both electrical and signal input from the unit, wait, reconnect and a complete reset is done.  Therefore, I should get a total reimbursement for this expense as it was a false charge, based on poor judgement and bad decision making on the part of the manager (Arn.....). The fact that the manager did not perform this simple signal reset task, proves the incompetence of both  himself and maintenance staff.  I expect better treatment  from a reputable hotel chain like RUI Hotels.  Does this happen  all the time or was he abusing his managerial position to cheat a senior guest like myself? Reconsider your decision to book at the Rui Santa Fe, Los Cabos, Mex, or  else: BEWARE of possible negligence on their part which could cost you a lot as it has me.  This hotel should refund me the full amount by reversing the full charge. 
E. Clarke

Customer service is a zero. once they have your money good luck.
booked Rui palace and found out there are 2 Rui Palace 10 minutes from each other. One is Rui Palace Maya riviera and the other is Rui Palace Mexico. Tried to move resurvation to Rui Palace Maya riviera and got ZERO help from Sunwing. I should have known better than to book with this useless organization.
I have renamed it to SADWING.

I recently booked a vacation package through Sunwing, staying at the RIU Palace Punta Cana, and unfortunately my experience was significantly impacted by a security issue during the trip.

While the booking process and flights were smooth, an incident occurred at the resort where my wallet was clearly tampered with and cash went missing from my room. This understandably raised serious concerns about safety and security. The hotel management has acknowledged the situation and is currently investigating, and I appreciate that it is being taken seriously so far.

That said, this situation has had a major impact on what was supposed to be a relaxing vacation. When booking through a package provider like Sunwing, there is an expectation that partner resorts meet a certain standard of safety and trust. Incidents like this undermine that confidence.

I am currently awaiting the outcome of the investigation and hope that Sunwing will stand behind their customers and ensure a fair resolution. I will update this review based on how the situation is handled.

At this stage, while there were positives in terms of logistics, the overall experience has been overshadowed by this issue.

We booked a full vacation package through Sunwing, with flights operated by WestJet, and had an extremely frustrating experience.

Our outbound flight was cancelled the day of travel and rebooked to the following day, resulting in a delay of over 24 hours and a significant loss of our prepaid vacation time. We lost approximately 26.5 hours out of a 155-hour trip — a meaningful portion of what we paid for.

What made the situation worse was the complete lack of accountability. Sunwing directed us to WestJet, while WestJet pointed us back to Sunwing. As a customer, it should not be our responsibility to navigate internal partnerships to get answers or resolution.

This was not a minor inconvenience — it materially impacted our trip. If you’re booking a vacation package, be aware that in the event of disruptions, getting clear answers and fair compensation may be far more difficult than expected.

We booked an all inclusive vacation through Sunwing with WestJet as the airline. I paid for exit row seats ($105 each x 2) and at 8am the morning of the flight was informed via email that the WestJet changed their aircraft. What I did not know until we got onto the plane was that we no longer had exit row seats. I wasn't going to be a jerk to the airline staff so I took the seat they gave to me without a fuss (since the exit rows were taken, interestingly enough by off duty airline staff). I contacted WestJet the very next day, they replied quickly confirming that I did not receive exit row seats but informed me that since I paid through Sunwing I would have to contact them for compensation. I reached out to Sunwing and now over 3 weeks after my submission they are telling me I have to submit two separate claims (as we had two booking numbers) and provide a copy of my boarding pass. I don't have a copy of my boarding pass for a trip I took weeks ago. I will have to contact my credit card to request a refund.

Mu husband and I arrived in Puerto Vallarta on Feb 13 on Westjet flight 2806 from Ottawa arriving around 3 pm. The luggage was delayed by over 30 min but that was not the fault of Nexus. As we exited the airport there was a throng of people holding up transportation signs but no one from Nexus could be seen. We had travelled to PV before so we knew the buses should be parked beyond this crowd of people but if it was your first time it would have been very anxiety provoking. You wouldn't know where to go. We made our way to the parked buses and there was complete chaos. Tourists all jockeying on the small sidewalk with big pieces of luggage and no one knowing which bus to take. No Nexus staff were holding up signs directing the crowd. The buses had the hotels written on their windshields and we found the Riu Vallarta hotel but we couldn't get on it as it was only for people from Saskatoon I believe. So we stood and we stood for over an hour until someone ordered mini vans for us . We all piled in and got to the hotel around 5 pm exhausted. The organization was so poor. I have travelled Sunwing to Vallarta before but this chaos at the airport was the worst we have ever encountered.
The transport from the hotel on Feb 27 was smooth with no issues.

We have booked sunwing multiple times in the past and always had a good experience. This time, not so much. Poorly organized, rude staff, a package that didn’t match what we paid for. Time to look for new options

We traveled December 16–23, 2025 on a vacation package booked through Sunwing, staying at Starfish Varadero.
This vacation, originally budgeted at $2,468 CAD, ultimately cost us $4,356 due to conditions at the hotel and the need to return home four nights early.
Upon arrival, the room assigned to us was in unacceptable condition and did not reflect the photos or descriptions shown at the time of booking. We were told we needed to pay an additional USD 240 for a cleaner room. We paid this amount, only to find the replacement room still did not meet basic hygiene standards.
Throughout the stay, there were persistent hygiene issues, including concerns about food handling and cleanliness. As I was pregnant at the time, this created significant stress. I struggled to eat properly due to sanitation concerns, and instead of resting and enjoying a planned vacation, I was worried about my health and my baby’s wellbeing.
We approached the in-destination representative regarding leaving early due to these conditions. Ultimately, we had to purchase new return flights at a cost of $1,558 to return home four nights before our scheduled departure.
After returning to Canada, we entered into a complaint process beginning December 24. The matter was escalated to management review and continued for over two months.
Although Sunwing acknowledged that the hotel conditions fell below expected standards, the final resolution provided was:
• 15% of the hotel portion refunded (approximately $82 CAD)
• Non-transferable travel vouchers
We were informed that Cuban tourism regulations cap monetary refunds at 15% and that our early return was considered voluntary under the booking terms.
What feels deeply unfair is that:
• We paid extra for a cleaner room and did not receive one.
• We incurred significant additional airfare costs.
• The misalignment between advertised photos and actual conditions was not meaningfully addressed.
• The offered compensation does not reflect the financial loss or the stress experienced during pregnancy.
I am sharing this documented experience, so that future travelers can make informed decisions and understand how post-travel complaints may ultimately be resolved.

Don’t book with sunwing. They don’t review or make sure the places their advertising are legit. I stayed in Mexico at a COMPLETELY falsely advertised “resort” and sunwing did little to nothing to help us with this once we returned. We were basically told too bad so sad. Took WEEKS to even get responses. This company doesn’t care about you or your experience. They care about your money. Do yourself a favour and find someone who cares about what they Stand behind.

We went to Cuba on Sunwing tours. It was the worst holiday I’ve ever been on in my life and I’ve been a lot of places. The only thing good was the beaches were beautiful. The food was slop. I wouldn’t feed it to my dog. People were friendly rooms were disgusting, mouldy bathtubs curtains hanging on the window with two hooks instead of 20 door didn’t open all in all it was the worst vacation I’ve ever had I think sun life wing sun wing should be looking into some of the hotels that they’re sending people to and now I had to come home a week early and now I have to fill out a form 72 hours later that might be denied. I want my refund and I will go to no ends to get it.

We asked for a late check out for our last day since our shuttle wasn't coming until 2. They gave us 1pm. We put the do not disturb sign on the door and thought we'd get some extra sleep. But, just before noon, someone knocked on our door to ask if we wanted housekeeping.

Since we were awake we went to the lobby bar to have a drink and lunch before leaving. While drinking my chocolate martini I felt something hard and sharp in my mouth. I spit out four tiny pieces of glass into my hand. We called the bartender over and showed him the glass shards and suggested he change the ice.

He continued to serve people, so we took the glass to the diamond lounge to show them. I let them keep the biggest piece of glass. They said they'd take care of it but we watched as they continued to serve drinks using the same ice.

If everything else went perfectly, the lack of care regarding shards of ice would've been enough to keep me from coming back. But when you add the whole trip together, it was a waste of money to come here.

My wife and I booked a trip to Mexico for 2 weeks in the Riviera Maya. Our package was for flights, shuttle, and two weeks at an all-inclusive resort.

One critical factor was this resort was advertised as including kayaking and paddleboarding!
This is what sold us on the particular package we booked, because neither of us consumes alcohol and so an all-inclusive only makes sense if we have something to make up for the built-in cost of the drinks.

Our flight with Westjet was fine, though we got switched seats and weren't sitting next to each other. The shuttle from the airport to the resort was awful; the organization was poor and the wait time was over 2 hours.
The resort itself (Grand Oasis Riviera, aka Grant Oasis Tulum) was very nice. We arrived before the high season and so things were relatively quiet. They were still in the process of performing some renovations in another section of the resort but it didn't impact us too much.
The Kayaking and Paddleboarding, however, was not available. We asked the day after we arrived and were told it wasn't available yet. We asked a few days later to see if they had started it up, but again no dice.

Finally, I realized that the Concierge service at that hotel is run via Whatsapp and I asked them in text to book Kayaking. I got IN WRITING that the service was unavailable. Just to confirm I asked if Paddleboarding was available. Again, they wrote back the services were not available.

When presented with this evidence Sunwing refused to acknowledge it, said "The resort says the service is available"
They also claimed that if it was unavailable it was "due to weather conditions" but if you look at the weather reports for the period of 2025-12-09 to 2025-12-23; the weather was practically perfect.
Sunwing refused to refund us any cost since we had to pay to do these activities ourselves.

In short; call the hotel itself before signing anything with Sunwing -- I wouldn't be surprised if Sunwing offered an "All-Inclusive" and expected you to buy your own food and drink.

Royalto splash bavaro in punta cana vacation started and ended in complete disaster. Will never book with sunwing/westjet due to ZERO customer service. No one to give answers, no help with anything. Beware everyone!

Used a travel agent who helped me with the panic of the sunwing app. When the app tells you to click on something to make sure everyone in your party has the accurate info, they need to tell you to do this 24 hrs ahead, never said, so I could get nothing to work there. The travel agent said not to touch anything! App also suggested something in "Manage My Booking", also not to be found until just before flight. I spent a lot of time and anxiety thinking there was something wrong with me. Once I ignored most of the app I was fine. So I did not touch the WJ app either and just checked in on my computer for fear that there was more nonsense ahead. I found the SW and WJ apps beneficial only to tell me of confirming transfer, flight times and changes. The actual flights were fine both ways, crew very polite, while delayed on the repatriation flight, there were obviously mitigating circumstances. The resort was OK and we knew that going in. So, in all, pretty fair service except the SW app inconsistencies. SW rep in Cuba was good with advice.

We were offered a free shopping trip through Sunwing, as part of our vacation package. We had to book it through Nexus.. which we did with great difficulty! When we got to the pick up location, the bus that was supposed to take us, had been completely filled, by the hotel, Grand Oasis, and we were left , we were not on the list!!
There is no HUMAN Sunwing representitive! Only a chat, which show an 'Error' when you try to contact them. We tried to phone, with no luck either. It was the most frustrating experience!!

With the cancelation of cuba vacation we rebooked with sunwing and the the customer service was excellent

I stayed at the Royalton Hotel in Havana, which was very nice. There were no Sunwing reps to help with tours. Contacting them by What's App chat was ridiculous. It took 10 minutes to 1 hour to respond. I asked repeatedly to speak with a rep to no avail.
I never could book a tour or speak with a rep.

Sunwing has terrible customer service in Cuba. They will do absolutely nothing for you in fact they go out of their way to make things worse. Landed at a terrible resort in Cuba Grand Aston Varadero. I had to sleep with All my clothes on plus 2 blankets and it was still COLD in the room the entire night. Bed mattress was in terrible condition and it took 2 days to get another room. This hotel was also recommended by Sell Off Vacations. I have been to Cuba about 8 times and this was the first time with so many issues not being resolved.